Terms & Conditions

Payments

After we have completed the job we will require payment immediately by cash or cheque. At our discretion we may offer a card payment service, however there may be a small administration charge on card payments. Please ask before work is completed if you would like to clarify the charge. (typically 2.75% of the total bill).

In some circumstances we will invoice the client. In this situation the invoice will be sent by email.

The invoice is due immediately after the work has been completed. This will apply to all Landlords and letting agents and will take precedence over any terms that their company may have in force.

If payment is not received within 30 days then further action will be taken to recover money owing.

Complaints procedure

If for any reason you are unhappy with our staff, service or level of work, please contact myself, Richard Marks on 07500029453 to discuss in the first instance.

I will take a statement and investigate the complaint with any employee.

We will do everything within our power to resolve any complaints amicably and fairly.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

Charges

All of our charges are confirmed upon booking. We list our standard charges on our website, however these may change and you will usually be informed when confirming your appointment.

We charge a minimum of 1 hour on every job. After the 1st hour we charge in 30 minute increments unless otherwise stated at the time of booking.

Any parts used will usually be charged at trade price + 20%.

Travelling time to collect/buy parts will be charged at the usual hourly rate.

If we need to refer you to another company because we believe they will be better suited to complete the project you will be charged by us for our time on site. Additionally, if you decide to terminate our contract before any project is complete for any reason, whatsoever you will be charged for our time on site up to that point. (minimum charge of 1 hour will apply in both circumstances).

Guarantee

We offer a years guarantee on all new parts that have been installed.

If we repair an existing part, it will not be guaranteed unless verbally agreed at the time of repair. This will be marked on the receipt.

Blockages are not guaranteed at any time, unless a pipe has been replaced and it has been marked on the receipt.

Company Details

All of our contact details are available on our contact us tab. Please note that W4Plumber.com is a trading name of Richard Marks who is trading as a sole trader.

Cancellation Policy

If you have an appointment that you can not keep then please let us know with as much notice as possible.

If you cancel with less than 3 hours notice then we reserve the right to charge our 1 hour minimum charge. This will only be enforced if we have lost other work as a result of your booking.

If you make an emergency appointment, cancellation after our engineer is on his way, will be charged at the quoted hourly rate.

Special Offers

Any special offers can be used during normal working hours of 9am to 6pm.

Only 1 offer can be used at a time.

Special offers must be mentioned in advance when booking the appointment.

We reserve the right to withdraw any special offer at any time without reason.

Special offers are not valid on weekends and bank holidays, or outside of our normal working hours.

Insurance

We will always maintain our public liability insurance and will always check and hold on record any qualifications necessary for the tradesman attending your property.

Please ask if you would like to see these and we will organise for the engineer to bring a copy with them.